1. Dealing with Customer Issues and Complaints With Jim Facente, Creative Sales Solutions

2. SATISFYD
CX Framework

3. Customer Experience Program
Dealing with Customer Issues and Complaints
8:00 Start with magic genie, tell

4. Agenda How to maintain control of a bad situation
Coping with difficult customers
Making yourself more resistant to difficult people
How to deal with specific difficult issues
How to turn your worst customer into your best customer

5. Characteristics of Difficult People
Hard to deal with or satisfy
Love to complain
They know it all
Fault finders
Want something for nothing
Continually waste your time
They’re unreasonable
Seem downright evil

6. Agenda How to maintain control of a bad situation
Coping with difficult customers
Making yourself more resistant to difficult people
How to deal with specific difficult issues
How to turn your worst customer into your best customer

7. Listen Focus on what the customer is saying
Where’s there’s smoke there may be fire
They want to be heard – don’t interrupt
Let the customer tell their story
Want to air their grievances
Don’t allow anything to disrupt the conversation

8. Empathize Difference between sympathy and empathy
Understand the customer’s position
Image the situation
How has this affected the customer

9. Agenda How to maintain control of a bad situation
Coping with difficult customers
Making yourself more resistant to difficult people
How to deal with specific difficult issues
How to turn your worst customer into your best customer

10. Accept Accept what the customer says, even though they may be wrong
They think they are right, and perception is vital to a customer
If a customer thinks you believe them, they will be much easier to deal with

11. Respect If customers feel respected, they will likely return it
If they feel disrespected, they may take it as a personal attack
Remember, you can learn something from everybody
Everyone deserves respect

12. Agenda How to maintain control of a bad situation
Coping with difficult customers
Making yourself more resistant to difficult people
How to deal with specific difficult issues
How to turn your worst customer into your best customer

13. Control Your Emotions When you get upset you add fuel to the fire
Remember, they’re upset about the situation
Take a deep breath, remain in control
Think before you speak
If the customer rattles you give the call to someone else

14. Negotiate
When you listen, empathize, accept, and respect, you’re paving the way to negotiate
You have put a difficult person at ease
You have convinced them you’re in their corner
They’re more likely to drop their aggression and negotiate – they believe you’re being fair
The quicker the issue is resolved the better the customer will feel

15. Agenda How to maintain control of a bad situation
Coping with difficult customers
Making yourself more resistant to difficult people
How to deal with specific difficult issues
How to turn your worst customer into your best customer

16. When a Part is not in Stock
Use positive language
Stop saying, “I can’t… I don’t”
Say what you can do and not what you can’t do
If you have the part at another location, say it’s in stock

17. When You Don’t Know No one is expected to know everything
Avoid “I don’t know responses”
Don’t guess
Make the extra effort
If you don’t know… find out

18. When Transferring a Customer
No one likes to be transferred… but
Sometimes you need to transfer a call
Help the customer understand why they’re being transferred
Refrain from saying “I’m going to have to transfer you.” It’s annoying… try
Let’s get this problem resolved for you. I’m going to transfer you to _____ , who’s the best person to solve this problem for you.”

19. Can You Bend the Rules for Me?
Most requests from customers are not unreasonable
Every effort should be made to make them happy
A small request fulfilled can often make a positive impression with a customer
Requests you truly cannot say “Yes” to
Don’t say, “It’s against our policy…”
Say what you can do, not what you can’t do
Showing empathy and your willingness to find an alternative lessens the sting

20. Unhappy with the Part or Service
Having a repair or part come up short is aggravating to a customer
Showing empathy becomes important
Explain how you’re going to fix the situation
Don’t be frugal… go above and beyond and solve the problem
Starbucks & Amazon
Look what happened to Sears

21. Did You Know?

22. Did You Know?

23. Did You Know?

24. Did You Know?

25. Agenda How to maintain control of a bad situation
Coping with difficult customers
Making yourself more resistant to difficult people
How to deal with specific difficult issues
How to turn your worst customer into your best customer

26. 7 Secrets for Dealing with Angry Customers

27. Secret #1 Do not get drawn into the customer’s emotion
Joke, Baggage handler.
Bottom line, if you become argumentative it will only enflame the customer and the entire situation can quickly spiral out of control.

28. Secret #2 The BIG MISTAKE Trying to solve the problem
What the customer really wants:
To be heard
To be listened to
To let you know they’re upset

29. Secret #3 What You MUST Do! Shut up – and listen
Let them blow off steam
Don’t interrupt
Don’t tell them they are wrong
Don’t try to justify your actions
Don’t try and solve the problem
8:00 minutes

30. Agree With Them! Secret #4
Hit them with the last thing they would ever expect…
Agree With Them!

31. Secret #5 Two Magic Words… I’m sorry
You must apologize in a general manner
I’m really sorry this has happened
I apologize, I know how upsetting this is
I apologize, I can see how you would be upset
2 of the most powerful words on the face of the earth
Because people would not use these 2 word, couples have gotten divorce, law suite have been filed and wars have be fought.
Next – Solving the Customer’s Problem

32. Secret #6 Try and solve the problem Never say, “It’s our policy…”
Never blame others
Assure the customer you will help
Focus on the solution, not the problem
How Larry Allen solves the problem
Next Slide Shock the customer

33. Shock the customer… Follow-up
Secret #7
Shock the customer… Follow-up

34. How to be a Hero You’re a hero when you: Show that you care Listen
Let the customer blow off steam
Agree
Apologize
Solve the problem
Follow-up
You will turn an angry customer into one of your best customers

35. Use the three-strike rule
Abusive Customer
Use the three-strike rule

36. Strike One Apologize again Assure the customer you are there to help
Inform the customer you can’t help if they are abusive

37. Strike Two Apologize again Tell the customer you are on their side
Let the customer know if they continue to be abusive they will have to speak to someone else

38. Strike Three You don’t have to take abuse
Tell the customer you are going to get management involved
Allow management to solve the problem

39. I’m Available As A Resource To You!
Call Me Anytime!
Jim Facente
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Jim Facente
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